Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a mailbox with the company for about three (3) years. After a financial history review, I found multiple Unfair Business Practice Act violations. I tried contacting the company management about the issues but, fortunately, was unsuccessful.

  Business Response

  Date: 09/07/2023

  Thanks for writing in to us. Our **************** has been in contact with you regarding this matter and is working diligently with your mail center to come to a resolution. We trust that the steps we have taken will settle this matter.

  Customer Answer

  Date: 09/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 6th my spouse and I signed up for a virtual mail box which was prior to ** moving out of the country. We arw from ********** and were not notified until days after sign up via an email almost a week after sign up that notary of form **** was required. We complied and completed the forms and got them notarized but they continued to return our mail to sender claiming it was crms policy until we were approved. They told us to call the branch we told them we had no way to make an international call. Spoke to 3 reps one named ***** and one named ******* the other name unknown suggested that we cancel. ***** claimed I had cross outs on my form and this is the first I have heard that this is the case in over a week of waiting. Not sure if there is a glitch but he showed random xxxs on my form, where the h*** did these come from? And my husband's oh they can't find his at all even though we have notary receipts. We were told to cancel or pay 25 bucks and get the form notarized again...we want a refund on our notary in the total amount of $50 and a refund on our signup fee.

  Customer Answer

  Date: 08/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was charged $14.99 monthly for a virtual mailbox I never used nor completed my sign up for. Never signed any documentation authorizing my mail delivery nor got any documents legally notarized. These monthly charges went under the radar for about year, totaling to a minum of $180. I was only able to one months refund when I deserve all of it for an account that was never properly set up, the moment they had my account info they kept charging my card.I would love my FULL REFUND for a service I DID NOT USE.

  Business Response

  Date: 07/27/2023

  Thanks for writing in to us. The **** requires the Form **** be completed, notarized and filed with proper IDs. This is required in order for the mail center to accept mail on your behalf. If they are not completed, you will still be able to use the address for your business without the mail function. That is why your account was charged, whether or not you file the Form ****. Many customers use our addresses this way.

  Unfortunately, you were outside of our 30-day refund policy. From the information provided, it sounds like our **************** team did provide you with a one-month refund as a courtesy. We trust that the steps we have taken will settle this complaint.
  

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the past few days I have been trying to get my mail forwarded to me. I have important items. At first, there were no prices listed for the requests. Everything read N/A for prices. I was happy thinking my monthly membership fee covered the costs. An attempt to charge $51 dollars to me was declined. How can you charge for items without letting the consumer know? Then I tried to have only certain items sent to me. I asked how much it would be and was given an amount over the phone, but my card was declined because they charged a higher amount. That is theft. I did not give permission for that amount! Then, I was told it was cancelled and I could divide up my mail further so that I could have my mail sent. I made two small requests with small amounts and received confirmation online. The requests were never processed! Instead, I was recharged the higher amount from the original request that I never authorized and told they didn't see the new requests. The operator got amnesia about the fact that I was going to do the smaller requests because the funds were not there and I could not add funds to cover the amount that was additional to what I was told the cost would be. Now, I am doubtful that I will receive anything. Absolutely horrible service.

  Business Response

  Date: 07/27/2023

  Thanks for writing in to us. We are sorry for the miscommunications. When it comes to the receiving and servicing of mail, this would be directly through the location that you have chosen. Pricing for all ******** Services is posted on the Pricing pages on our website. Our goal is total transparency. Our strategy is to charge the lowest monthly mailbox fee possible and then charge customers only for the optional services they choose, like shipping, scanning mail content or mail pickup.
  
  Forwarding pricing depends on the package, carrier and service level selected. Since you chose our a one-step consolidate and ship task, there are fewer service options and no pricing information as would normally be displayed with a regular ship request of one package, since the price cannot be determined until after the multiple items are consolidated are re-packaged, weighed and measured. We offer consolidate and ship as a convenience to customers who prefer not to do this in two separate steps by first requesting the consolidation and when that is completed, then submitting a second task to ship. When done in two steps, we can and do show you the full list of carriers and service level options along with the price.
  
  The shipment request for your mail items were successfully completed on both 7/20 and 7/21. The options that were selected for these requests were for **** days as well as **** First Class. Typically **** First Class would take upwards of 3 business days to arrive but can have delays in this estimated time frame as well. 
  
  Our **************** team has been in contact with you and has extended your subscription by 2 months for the inconvenience. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  Date:07/07/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife ***********************(primarily acct holder) and I were planning on spending a year in ******** and needed a mail service. For the first month it seemed to be decent, but quickly declined. We contacted them numerous times by phone and email and basically got told, Our contracted business is not performing or answering our calls. Some how this was all the resolution we got until April and we were told they would be sending all of our mail to another location. Still nothing. We have had none of our mail scanned or shredded no matter how patient we were, and have had no action for months. I think it is beyond fair asking for the last 8mo to be refunded, especially since we have so much missing mail to include replacement credit cards. None of the advertised services were ever performed, and to top it off we were charged overage fees for mail that was not even addressed to us, we did get it refunded after months of contacting them. My wife has the ability to monitor our mail from the post office, she gets a scan of each item, and that is how I know how much mail was not being processed by them.

  Business Response

  Date: 07/12/2023

  Thanks for writing in to us. We are sorry for the experience you had with your mail center. We want you to know that we are taking this issue very seriously, as we do not want a situation like this to happen again. Our **************** team has been in contact with you and has issued you a refund. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 07/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved as long as I receive the refund.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive used iPostal for about 6 years. There have been many glitches between their desktop and app software. Usually I get it rectified but its common. Last month, I was told a package for my boyfriends birthday had been tossed by the mail location. I was blown away. The location realized that they must have scanned it in at the same time I was doing a recycle request for junk mail. They apologize for not verifying the package since I never saw it and it gor caught in a screen update glitch. ******* needs to reimburse me but refused. The glitch was on their end so i dont understand why they wont stand behind their system. Just yesterday, I received 8 emails of new mail being scanned in. Two were duplicate item numbers and STILL i dont see them in my account. What if they were also thrown away and I dont even know??? This is becoming a poor service and I deserve compensation for my discarded present. Or similar credit on my account.

  Business Response

  Date: 06/14/2023

  Thanks for writing in to us. We apologize for any difficulties you've experienced. We have escalated this matter to our executive team regarding compensation as this was in reference to the mail centers negligence. Once they review the matter, they will reach out to you directly to finalize compensation for the discarded mail item. We have also extended your subscription by one month as a courtesy. Thank you for being our valued customer. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 06/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  This is not closed! I accepted a RESPONSE, not a RESOLUTION. DO NOT CLOSE. This auto generated response is not acceptable 
  
  *************************

  ***************** 

  ************

  
  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Customer Answer

  Date: 07/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This has not been resolved and no update has been made.

  
  

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 09/07/2023

  Hi *******,
  
  

  
  We strive to deliver excellence. Please email us back if you need further assistance!
  
  *****

• Initial Complaint

  Date:05/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on May 20th I requested my account closed and a refund. I was told a refund had been sent . On May 28, I messaged them wondering where it was .They said my bank declined the refund.Contacted my bank and they said sincw i had my card replaced it was declined.My bank told me to give them my new debit card and or account/routing number. Ipostal said they can ONLY refund to orignal payment method.They wont take my new card.And since my card is deactivated I have no way to get my refund They told me in email then I am pretty much out the $9.99. So essentially they are stealing the money from me and are refusing to refund it.

  Business Response

  Date: 05/31/2023

  Thanks for writing in to us. Our **************** team has been in touch with you. Unfortunately, we have tried to make the refund several times however your bank is refusing to process the refund. Our team asked that you settle this with your bank so that we could refund you. Our records show that you have made a chargeback claim, and since then you have been refunded. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 06/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  [Your Answer Here]
  
   The fact that I had to do a chargback in the first place is unacceptable. I had to get a new debit card and my bank said to give you the new debit card. You REFUSED TO REFUND IT bc it was a new card even tho it is attached to the same bank. I advise anyone reading this to not use this company bc if you ever have to get a new card they will not refund it to the new card. On top of that it takes them a week to reply to emails but as soon as i file a complaint then they want to start responding.Had I not done a chargebacl I would have been out the money. Use other services that are more reputable like ups, usps or even fedex.
  
   
  
   
  
   
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Initated service with this company for my new business back in March, 2022. To date, I have spent a total of $744.87 in monthly subscription fees and to fill my ipostal account for anticipated mail handling. On August 9, 2022 I completed the required notarization documents ($25) and attempted to upload it to my account per their instructions, with my 2 forms of ID. After getting a variety of error messages during this process. I reached out to support to (1) change my mailing address and (2) understand how to upload my documents when the system was providing errors. The Support person I spoke was able to successfully change my address, and invited me to send him the documents directly via email and they would upload them on my behalf. I did so on the next day, August 10, 2022 to someone named ***** (email attached). On November 7, 2022, after not having one piece of mail forwarded, received an email from ***** indicating that no documents were received and to send them again. I did so on that date (email attached). Onl January 21st, I emailed support after noticing that I had STILL not received one piece of mail and was told again that my forms were not received. I heard back on January 23, 2023 from ***** who asked me to send them again and would upload them. I did so again on that date (email attached). NOW Today, after inquiring yet again what the problem was, heard from **** that they have n documents from me. I am seeking at this time a refund from the time I sent the documents (August 2022) to today, as this company cannot be trusted with my business email and has showed a true lack of ethical business practices. I have no confidence in doing any business with this company.

  Business Response

  Date: 05/10/2023

  Thanks for writing in to **. Unfortunately, we do not see any record of receiving your documents, through any of the representatives that you spoke with. However, we appreciate the attachments that your provided **, showing that you did attempt to send your documents. The Form **** and IDs are required in order for the mail center to accept mail on your behalf. If they are not completed,you will still be able to use the address for your business without the mail function. That is why your account was charged, whether or not you file the Form ****. Many customers use our addresses this way. We understand your frustration. As a courtesy, we were able to refund you outside of our refund policy. You should see the last four transactions reflect back on your account within 5-7 business days. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 05/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  in regard to reference ID # ********, this complaint was not fully resolved. I was waiting on our IT department to forward to me the copies of all emails and attachments sent to the company, as the person who responded to me was referencing something about wanting an **-based phone number, making no mention of my complaint regarding the lack of service for my mailbox.   I responded to the person asking to be escalated to someone who could pull up my actual account to reference the correct information and received no response.  

   

  They did refund my last 4 months of payment, however this does not resolve my issue and as mentioned, the **************** manager was referencing some type of other issue that had nothing to do with me.  I am happy to forward that correspondence if necessary, as well,  Thank you

   

  *****************************

   

  Disclaimer

  The information contained in this communication from the sender is confidential. It is intended solely for use by the recipient and others authoriz

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Customer Answer

  Date: 06/01/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  They insist that I did not send any attachments, yet my emails clearly show they were attached when sent.  Also, they were citing something regarding a local phone number they couldnt provide.  Please have them clarify what that has to do with my complaint.  I am also waiting for the email audit from our mail server to prove the attachments were sent, since this seems to be the merit of denying my proper refund.

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  Sincerely,
  
  
  
  ***** *********
  
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 06/12/2023

  Thanks for writing in to us. Our Customer Service team has been in contact with you. The tickets in our system, as well as the emails that you attached, show that we did not receive any documents from you. Please see the screenshots from our team outlining the communications. As previously mentioned, we have refunded 4 months of your subscription as a courtesy. If you have any further questions, please do not hesitate to reach out to our Customer Service representatives. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need someone to call me my mail is not being scanned in properly in the mail that I picked up is being left on app as needing to be picked up I also needed to add a person to pick up mail and they added them as an account person that was not supposed to happen I also need to change my location. I no longer want to receive my mail at the current Staples.also why didnt anyone call me back from the 2 messages i left a month ago? wanting to charge me to move to a new location with a new form

  Business Response

  Date: 05/01/2023

  Thanks for writing in to us. You have been successfully transferred and approved as of 4/28/23. We hope this resolves the issues you described and trust that the steps we have taken settles this complaint. Should you have any further questions or concerns, our **************** representative has contacted you regarding a phone call.

• Initial Complaint

  Date:04/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Representative:I recently spoke to a **************** Rep and was promised that the issue would be resolved but I must alert BBB as to the business's change to an unusual procedure that is far more complicated than at the beginn*** of my time with them - which has resulted in an overcharge or more than $500, and a demand for almost $300 more.It was wondered as to why my check*** account was so low this month and it was thought that a payment wasn't received. In fact, the account was drained by $554.40 as a mysterious additional payment to iPostal. It was the falsely assessed sum for the accumulation of storage fees for mail picked up long ago. We were notified at what was roughly the start of this year or the end of the last that the procedure was chang*** for some branches - and that a pay for appointment model would be set up.Also, we had to download a new app which was not user friendly and / or uncooperative.The account has been used for several years now and had a relatively straightforward (or easy) set of requirements. The box / suite rental fee was always paid up front for a years time - and I was accustomed to debits rang*** from $2 - $12 in some months if I went very long before mak*** pickup - and those fees were automatically charged - in small ******************* amounts.But the large debit which I wasn't expect*** and shouldn't have wiped out this months income. Other bills are bounc***.Their new structure and changed account*** practices make us*** them a fearful proposition.I will require hav*** at least $500 of the $554.00 back and a zero-*** out of any additional charges they quote for payment to be satisfied with negotiations. Thank you for review*** this complaint.Sincerely,*********************************

  Business Response

  Date: 04/25/2023

  Thanks for writing in to us. We appreciate your patience as our team investigates your situation with your mail center.

  Customer Answer

  Date: 04/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business has taken an inordinate amount of time to enact its so'called investigation. It should have been confirmed for them by now through contacting the store owner that my mail was indeed picked up. There is obviously a systems error involved in the recent switch over to a new application but they refuse to acknowledge it - and they continue to attempt to attach my debit card for the sums of money not owed. 

  It's an outrage that they would continue to attempt to charge hundreds of dollars not owed them. Enough evidence is shown in my bank records that they were able to debit what was owed them on a timely basis.

  And it was demonstrated to them that I was willing to take the matter to the ************** ************************* and did - by forwarding a copy of the last communication with them via email. They were told that a complaint would also go to the ************************* which it did.

  I do not wish to have to cancel my debit card as a number of other recurring charges for ordinary bills are attached to it. Also, necessarily another service provider has been found to receive my mail and given their fees.

  It should not take any more effort than it has to get iPostal to do what it ought to do. I've never seen a company be this obstinate.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business Response

  Date: 05/08/2023

  Thanks for writing in to us. We appreciate your patience as we worked with your location. Your mail center has agreed to refund half of the storage fee back to you, as they confirmed that you came in recently to pickup your package. Our **************** team has been in contact with you regarding our storage fee policy and how to avoid ************** charges. As a courtesy, we have also extended your subscription by two months. Your subscription is paid until 1/2/24. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 05/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************